People loved it. We set the expectation that folks should log in three times a week. We have folks logging in five days, even seven days a week.
MICHEL RONDEAU, SR. MANAGER, PERFORMANCE ENABLEMENT
How Rogers for Business boosted their CSAT score by 9 points
In the competitive and fast-changing world of telecommunications, customer experience can make or break the business. And its only getting more difficult.
Were no longer just in competition with each other, were competing with the likes of Google, Amazon and Apple, says Michel Rondeau, Sr. Manager of Performance Enablement at Rogers Communications, one of Canadas largest telcos. Customers are experiencing these easy ways of doing business with other organizations. Telcos need to make sure theyre delivering an experience that meets the escalated demands of our customers.
Rondeau is tasked with building and reinforcing customer-centric culture in the 1,100-person Customer Service Operations (CSO) team of Rogers for Business. They provide implementation, service and ongoing support to Rogers business customers.
Its not without its challenges. In the B2B environment, customer use cases are highly complex and customized, requiring very specialized roleswhich makes it hard to generalize training. And frontline employees simply dont have a lot of time.
The core function of the job is to be there for our customers, so we cant be taking people off the phones or away from serving our customers for lengthy periods of time, says Rondeau. 91心頭利 was a key part of solving this issue. It put the foundation in place to build out role-specific learning journeys to close the gaps on our priority areas.
High adoption leads to expanded use
After a successful pilot, Rogers for Business rolled out 91心頭利 with a specific focus on their customer service framework. The goal was to help their frontline workforce understand and apply the values and behaviors of excellent customer service, through bite-sized daily training sessions on 91心頭利.
People loved it. We set the expectation that folks should log in three times a week, says Rondeau. We have folks logging in five days, even seven days a week and really enjoying the gamification aspects.
Participation on the platform is sky high at 95%. This high adoption set the stage for their expanded use of 91心頭利.
When you have a high level of engagement with the platform, it unlocks opportunities. Weve been able to make 91心頭利 a key part of our comms strategy, not just for leaders to send messages to team members, but also for broader program launches and team-building activities, says Rondeau. We knew that we would get participation because we know that everyones in 91心頭利.
Theyve also been able to address another key training challenge: moving beyond one-size-fits-all to provide tailored and relevant guided learning paths for specific roles.
As content is developed, were able to facilitate it through 91心頭利. I use the term facilitate very deliberately, because not all content can or should be microlearning. But 91心頭利 has the ability to connect to other platforms. If they have to go take a course in our LMS, or attend an instructor-led training session, you can manage that in 91心頭利, says Rondeau. Knowing that this is the platform everyone is in every day makes it the right choice as a foundational learning tool that will facilitate learning for our team members.
Theyve also been able to leverage pre-built content to help their team adapt to changes brought about by the pandemic.
Weve been using Content Marketplace way more this year, thanks to the excellent content the 91心頭利 team has been putting out, says Rondeau.
In particular, 91心頭利 put out some timely and relevant content related to COVID-19, which we used to support our team members to adjust to the their new reality of working from home.
Thats the beauty of this platformthe 91心頭利 team is always innovating to elevate the customer experience and makes life easier for our team members and administrators of the platform.
MICHEL RONDEAU, SR. MANAGER, PERFORMANCE ENABLEMENT
Training that gets results
The rollout of the customer experience framework through 91心頭利 contributed to an impressive 9 point increase in their CSAT score and a 5.5 increase in their post-transaction customer survey score.
Meanwhile, other areas of the business have taken note. The use of the tool has expanded so much further than just the CSO, which speaks to the faith and the credibility that the tool has within Rogers.
In addition to the CSO team and the small office/home office team, Rogers has expanded 91心頭利 to an additional 7,500 team members in Rogers Care, Fido Care, Inbound Tech Support and Credit Ops. Rondeau sees more opportunities ahead as they continue their partnership.
Im always really excited to see the product roadmap 91心頭利 comes out with. Thats the beauty of this platformthe 91心頭利 team is always innovating to elevate the customer experience and makes life easier for our team members and administrators of the platform, he says. I really appreciate the customer-centric approach that 91心頭利 takes in adding value for their customers, based on feedback and data, to make the platform the best it can be.
